Cloud Support Engineer I (GA-FX)
About The Position
The Cloud Support Engineer is part of the incident management team in a 24x7 Microsoft Azure environment. The role diagnoses, mitigates, and escalates system issues to maintain high system and platform availability, and participates in the Live Site work stream. It requires an understanding of core Windows Azure components and tools for diagnosing issues. The position supports incident response, system troubleshooting, performance monitoring, knowledge-base maintenance, incident documentation, and collaboration with operations, development teams, and external partners. It also supports tiger-team calls to share knowledge and resolve system issues promptly.
Requirements
- Two years of operations experience providing application infrastructure support.
- One year performing system administration support for Windows or Linux.
- TS/SCI with Full Scope Poly clearance.
- FBI CJIS Investigation.
- Knowledge of Microsoft operating systems and products, including Microsoft Windows, Windows Servers, Microsoft Office 365, SharePoint, and Microsoft Teams.
- Ability to troubleshoot and resolve basic or routine system hardware, software, or networking problems.
- Ability to communicate effectively orally and in writing, and translate technical terminology into language understandable to non-technical employees.
- Interpersonal, problem-solving, organizational, and multitasking skills.
- Ability to apply standard methodologies, techniques, procedures, and criteria.
Nice To Haves
- Bachelor of Science in Computer Science or another technical discipline.
- Experience supporting Azure or AWS cloud.
- Microsoft Azure Fundamentals certification.
- CompTIA Security+ certification.
Responsibilities
- Troubleshoot system issues using diagnostic tools such as netmom, windbg, and custom application tools.
- Respond to incident tickets in a 24x7 operational environment to meet SLA objectives.
- Review system logs to identify and mitigate system issues.
- Use the knowledge base to troubleshoot, identify, and resolve system issues.
- Update knowledge-base troubleshooting guides and lessons learned as required.
- Document incident fixes and recommend system improvements to the engineering team for consideration in future releases.
- Document system issues that result in outages and coordinate changes through the change management process.
- Support collaboration across operations, development teams, and external partners.
- Support tiger-team calls to streamline knowledge sharing and timely resolution of system issues.
- Monitor solution performance according to client specifications and SLAs, escalating as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
